Income Recovery Officer

SGCH; Sydney; Hybrid; AUD 70,000 - 95,000; Full time

Benefits offered by this job

35-hour work week

NFP salary packaging

Health and wellbeing benefits

Paid Parental Leave

Hybrid work arrangements

Job summary

SGCH is seeking an Income Recovery Officer to manage rent and utility arrears, arrange payments, and connect tenants with support services. You will liaise with tenancy teams, government agencies and NCAT to achieve positive housing outcomes.

This permanent role requires travel to SGCH offices and portfolios. You will bring empathy, negotiation skills and a customer-centred approach to sustain tenancies and recover income.

Qualifications

• Strong knowledge of the NSW Residential Tenancies Act 2010.
• Current NSW Driver's Licence and ability to travel regularly to SGCH sites.
• Experience in a community-focused customer service environment with diverse customers.
• Ability to engage with vulnerable customers and maintain empathy.

Responsibilities

• Provide proactive customer service to support tenancy sustainment and timely rent collection.
• Educate tenants on payment obligations under the NSW Residential Tenancies Act 2010.
• Collaborate with internal teams and external partners to support tenants and manage debts/NCAT matters.
• Maintain accurate, compliant records to track income recovery and performance.
• Share insights and continuously improve income recovery strategies.
• Foster respectful, responsive, and customer-focused team interactions.
• Identify and drive process improvements and innovative solutions.

Skills

NSW Tenancies Act knowledge

NSW Driver's Licence

Travel willingness

Customer service

Negotiation

Organisation

Time management

Communication

Digital literacy

Socially conscious

Education

NSW Driver's Licence (implied)

Tools

None

Job description

Job Category: Customer Care,Income Management

What we do

At SGCH, we believe everyone belongs.This is why our purpose,‘to create belonging’drives our commitment tobuild a team wherediversity, inclusion andconnectionare at theheartof what we do.

As a leadingnot-for-profitcommunity housing provider supporting over 12,000 customers across 7,000 homes in NSW and VIC, wecontinue toinvestin our people, our homes, and our communities. Guided by ourvalues–We Care, We Create, We Connect –we’vebuilt an inclusiveworkplaceby caring for one another,creatingand sharingnew ideas, and connecting authenticallyevery day,whereeveryonehas the opportunity togrow and thrive.

We are committed tofostering an inclusive environment andbuilding a team that reflects the diversity of the communities weconnect with. We welcome applicants from all backgrounds, including Aboriginal and Torres Strait Islander peoples, people with disability, culturally and linguistically diverse communities, LGBTQIA+ individuals, and people of all ages and life experiences.If this role excites you butyou’renot sure you tick every box, we still encourage you to apply.Your passion and potential matter.

Join us in creating sustainable, connected communities whereeveryone feelsa sense of belonging andareempowered to thrive.

What we offer

• Competitivepackage–35-hour work weekwith competitive and above Award pay

NFP salary packaging–Up to $15,900 tax-free, plus $2,500 for meals, entertainment and accommodation, and Novated leasing providing both convenience and savings

High-growth environment–Realopportunities to grow your careerwithafocus oninternal promotions,inhouse learning and developmentandstudyassistancesupport

Health and wellbeingbenefits-Corporate discounts with Flarefor everyday savings, Reward and Recognition program,access to a free 24/7Employee Assistance Program(EAP)for you and your family

Paid Parental Leave–12 weeks paid parental leaveand3 daysbonusannualleave

Agile and innovative work practices–Hybrid work arrangements including work from home options, and modern,well-locatedoffices close to public transport

Job Description

About the role and about you

As the Income Recovery Officer, you will work proactively with tenants to support sustainable tenancies by managing rent and utility arrears, facilitating payment arrangements and connecting customers with support services. Reporting to the Senior Income Recovery Officer, you will work closely with customers, tenancy teams, community services, government agencies and NCAT to achieve positive housing and recovery outcomes.

To succeed in this role, you will havestrong customer service and negotiation skills, sound knowledge of tenancy legislation and debt recovery practices, and the ability to engage effectively with diverse and vulnerable customers.You will bring empathy, sound judgement and a customer-centred approach, working collaboratively with customers to maintain stable and successful tenancies.

This is a permanent role, requires travel to all SGCH office locations and portfolios as required.

Duties

• Provide proactive customer service to support tenancy sustainment and timely rent collection.
• Educate tenants on payment obligations under the NSW Residential Tenancies Act 2010.
• Collaborate with internal teams and external partners to support tenants and manage debts/NCAT matters.
• Maintain accurate, compliant records to track income recovery and performance.
• Share insights and continuously improve income recovery strategies.
• Foster respectful, responsive, and customer-focused team interactions.
• Identify and drive process improvements and innovative solutions.

The recruitment process may include interviews and relevant skills or behavioural assessments with selection based on demonstrated merit against the roles criteria. Appointment is subject to standard pre-employment checks, such as working rights, employment references from previous managers, a National Police Check, and a health assessment.

Pleasenote we may establish a Talent Pool from this process.

If accessibility and adjustments are needed to apply for this role comfortably, just let us know. Your privacy and dignity are always respected. Please reach out to [e-mail]

Desired Skills and Experience

• Strong knowledge of the NSW Residential Tenancies Act 2010. A current NSW Driver's Licence and willingness and ability to travel regularly to SGCH region sites and offices.
• Sound experience working in a challenging community focused customer service environment and of serving customers from diverse and vulnerable backgrounds.
• Demonstrated skills in customer service, negotiation, organisational and time management, prioritising and planning, communication and digital literacy.
• Ability to work with a business acumen and a social heart with self-motivation, compassion and resilience to manage competing priorities, deadlines and multiple stakeholders, to continuously improve, and deliver the best outcomes for the business and customers.